Tourists' Perceptions Towards Hotel Services in New Zealand

Abstract

Abstract This study examined travellers' perceptions when evaluating the service quality of hotels in New Zealand and identified factors considered important to customers. Using factor analysis, the study identified factors that were likely to influence vacation travellers' perceptions towards service quality of hotels in New Zealand. Three dimensions of hotel service in terms of overall hotel facilities, room facilities, and hotel service were examined. Using factor analysis, three factors each were identified for vacation travellers and business travellers. Factors for vacation travellers in terms of overall hotel facilities were basic requirements, convenience, and personal requirements. Factors for vacation travellers in terms of room facilities were basic requirements, additional value, and personal requirements. Factors for vacation travellers in terms of hotel service were customer service quality, additional value, and personal requirements. Factors for business travellers in terms of overall hotel facilities were basic requirements, convenience, and living quality and traffic. Factors for business travellers in terms of room facilities were basic requirements, safety and inside-room equipment, and room quality. Factors for business travellers in terms of hotel service were customer service quality, staff service, and special requirements. Demographic differences between these two types of travellers were also explored.